Andreina Herrera S

• Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
• Collaborated with team leader to improve overall call center efficiency and performance, resulting in reduced wait times and increased productivity.
• Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
• Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
• Participated in ongoing training sessions aimed at enhancing product knowledge and refining customer service skills.

OJT Coach

• Assisted in the development of new hires, promoting a culture of continuous learning within the team.
• Boosted trainee performance by implementing hands-on learning experiences and real-world examples.
• Implemented ongoing assessments to track trainee performance, adjusting coaching methods as needed for optimal results.
• Stay updated with the latest training material or new procedures to ensure new agents are well equip and informed.

• Increased warehouse efficiency through the consistent organization and labeling of inventory.
• Maximized order fulfillment speed by consistently meeting or exceeding daily performance metrics set by management.
• Reduced errors in shipments by double-checking orders before loading onto delivery trucks.
• Maintained a clean and safe work environment, adhering to OSHA safety guidelines at all times.

Learning Ambassador

• Conducted one-on-one or group tutorials for new associates.
• Explaining rules and policies that new associates follow when working at a warehouse .
• Answering questions and providing guidance to new associates in relation to their path.
• Performing daily audits on new hires to check their progress and suggest areas of improvement.

• Maintained consistent patient confidentiality in alignment with HIPAA protocols by using encryption software.
• Answered phone calls to provide assistance, information and medical personnel access.
• Organized and maintained records by updating and obtaining personal information from patients.
• Greeted office patients daily by telephone, email or in person.
• Scheduled and confirmed appointments by telephone or in person.
• Gathered patient records for provider.
• Checked patients in and out for appointments.

• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Managed Doctors and Patients appointments
• Provided assistance to Patients
• Called patients to confirm scheduled appointments and obtain additional details.
• Entered insurance, demographics and health history into patient database.
• Delivered high-quality administrative and customer service to sustain patient and work flows.